Wayne Walker

A Senior Manager, with a range of expertise in Change, Programme (MSP Foundation) and Project (PRINCE2™ Practitioner) Management, Process Improvement, Balance Scorecard, Management Information, Knowledge Management, Business Intelligence, Strategic Business Planning/Review and Online eService. Able to work on own initiative and as part of a team. Proven leadership skills involving managing, developing and motivating teams to achieve their objectives. First-class analytical, design and problem solving skills.

Wayne Walker’s Specialties:

Business Improvement, Change Management, Project Management (PRINCE2™ Practitioner) Business Planning and review, Quality Systems, Information Management, Process re-engineering

Wayne Walker’s Experience

Senior Consultant

Platon (UK) Ltd

(Privately Held; Information Technology and Services industry)

February 2009 — Present (6 months)

Working as a Senior Consultant reporting to the "Executive Vice President, International Business"
Platon has extensive experience in Information Management both when it comes to advisory work and implementation work.
Platon cover the full program and project life cycle from initial strategy work through program management building organizational skills, defining enterprise architecture, evaluating technologies, as well as the project work such as analysis, design, development and implementation.

These services are provided amongst all the disciplines of Information Management such as Business Intelligence, Data Warehousing, Master Data Management, Meta Data Management, Data Integration, Information Life Cycle Management, and others.
Change Manager

Homeserve PLC

(Public Company; 1001-5000 employees; Insurance industry)

June 2007 — January 2009 (1 year 8 months)

Change Manager
• Reporting to the Integration and Transformation Director; operating as an internal consultant focused on specific operational improvement and efficiency gain projects across the group.
• Identifying and realizing opportunities associated with the structure and processes within operating and business units.
• Working closely with the senior plc executive team, leveraging synergies across multiple business units, and recently acquired companies.
• Implementation of management control and reporting systems (MCRS)
eService – Business Reporting Consultant

O2

(Public Company; 5001-10,000 employees; Information Technology and Services industry)

September 2006 — April 2007 (8 months)

•Leading the eService, “selfservice” Online Help, Information Management and Operational workstreams.
•Working with Key Internal Stakeholders, including Marketing and Customer Service, to define the strategic eService Business requirements.
•Gathering and defining internal customer requirements to a detailed level.
•To work in partnership with Marketing Customer Experience managers, Information Architects, designers, developers and external agencies throughout design and build to ensure original requirements are met.
•Championing the reporting of eService usage across the O2 business
•Ensuring O2 develops reporting capabilities that enable it to benchmark itself as a cross industry leading provider of self service capabilities.
•To ensure alignment of eService reporting capabilities with O2 wide KPI, CSI and operational reporting metrics.
•Work with the eService Business Requirements team to ensure consistency of reporting requirements.
Business Planning Analyst Manager

Hewlett Packard

(Public Company; 10,001 or more employees; Information Technology and Services industry)

August 2002 — January 2006 (3 years 6 months)

•Reporting to the Business Performance Director. Responsible for coordination across EMEA Service Business Management & Country Business units for the standardised business planning & review functions ($4 billion Revenue).
•Provide tools, scorecards and methodologies enabling programme tracking and reporting. (using EDW, PMMS, sharepoint, MSproject, Excel. Access) for PMO.
•Provide external market intelligence to support the EMEA Business planning and review process.
•Perform periodic reviews of plans, identifying risks, issues, assumptions, dependencies, financial and delivery performance of key strategies identified as part of the overall three year business plans.
•Provide Management Information tools (PMMS, EDW, Excel and Access) and methodologies for the EMEA business re-engineering programme (BPR) to identifying efficiency savings. ($17M annually)
•Coordination between EMEA black belt and EMEA Business managers for BPR.
Management Information Manager for UK&I

compaq computers

(Public Company; 10,001 or more employees; Information Technology and Services industry)

September 1998 — August 2002 (4 years)

•Responsible for liaising with the UK&I business groups for Management Information requirements (EDW).
•EMEA coordination and focal point for all aspects of UK&I management Information.
•Responsible for the provision of advice, assistance, and leadership in any area associated with effective use of management information. (UK&I CS Business Unit £700M)
•Ensuring Management information is maintained during migration of legacy systems.
•Devising and implementing stepped improvements of the existing reporting environment.
•The capturing of the knowledge, processes and business rules required to produce expert data analysis in the production of information. (Sharepoint champion for CS)
Business Operations Manager

Digital Equipment Co.

(Information Technology and Services industry)

July 1997 — August 1998 (1 year 2 months)

•Spear heading the introduction of the UK&I MCS Operational team with responsibility for the improvement to the end to end process, and the handling of all major service escalations.
•Implementation of Client Server SQL/Access/Excel pivot tables and Web based Management Information and Review System across UK&I, for the use of operational quantitative techniques and statistics to identify necessary business process change and improvement.
•Focal point for Customer Services Division information for decision making. (>1000 Engineers)
Business Information Manager

Digital Equipment Co.

(Public Company; 10,001 or more employees; Information Technology and Services industry)

January 1995 — June 1997 (2 years 6 months)

•Responsibility for all aspects of Customer Reporting and Management Information inside Customer Services (CS) , monitoring SLA performance and customer profitability.
•Introduction of statistical process control (SPC) methodology and root cause analysis within CS
•Design and implementation of a data-entry training program (LARS) call centre & field engineers.
•Business/IT interface for the design and business rules producing summary tables from relational Db
•New Technologies / Business and user support.
•Consultancy to outsourced call centre for performance metric performance review
Business Manager

Digital Equipment Co.

(Public Company; 10,001 or more employees; Information Technology and Services industry)

July 1987 — December 1994 (7 years 6 months)

•Heading UK&I project team for implementation and attainment of ISO 9001 (BS5750 Part I) including the highly successful development of a trainee Project Manager.
•Developed Key Performance Indicators (KPI) & Call Quality Metrics (CQM)
•Consultancy to a Major supplier of Telecommunications to establish a process consistent with a Total Quality Management environment.
•Implemented Reporting and Management control process Active Management System (AMS)
•Coordination of customer satisfaction metrics (using 2020 Spreadsheet, migration to Excel)
•Managed a Tele-Sales team responsible for warranty, contract renewal & upselling (£35M)

Wayne Walker’s Education

QA

Prince2 Project Management Training - Foundation and Practitioner 2009 — 2009
QA

Prince2 Project Management Training - Foundation and Practitioner 2009 — 2009

Passed both Foundation & Practitioner Exams
Registered PRINCE2™ Practitioner

PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
HP

ITIL Foundation for Managers 2004 — 2004

ITIL® Foundation certificate in IT Service Management
Resource Engineering, Inc

DMAIC Problem-Solving 2004 — 2004

Activities and Societies:

Six Sigma
IRM UK

Business Process Modelling, Analysis and Design 2001 — 2001
IRM UK

Mastering The Requirements Process 2001 — 2001

Activities and Societies:

Approved
Business Analysis Body of Knowledge (BABOK) Certified Business Analysis Professionals (CBAP).
Learning Tree International

Business Process Re-engineering 1997 — 1997

Select, organise and implement a business re-engineering project using CLAMBRE/UML

Activities and Societies:

CLAMBRE/UML
Microsoft

Microsoft Access 1996 — 1996
Resource Engineering, Inc

Statistical Process Control 1996 — 1996

SPC: Statistics Primer, Using Control Charts, and Process Capability Basics.
Learning Tree International

SQL Server Transact-SQL® Programming 1995 — 1995

Develop database applications for SQL Server databases with Transact-SQL
DEC

Expert Facilitation Leadership 1994 — 1994
University of Bradford

Measurement and Benchmarking for TQM 1993 — 1993

Activities and Societies:

The European Centre for TQM, Bradford University School of Management,
University of Bradford

Total Quality Management TQM 1992 — 1992

Activities and Societies:

The European Centre for TQM, Bradford University School of Management,
Heriot-Watt University

Business Management 1992 — 1992
Huthwaite International

SPIN Selling 1990 — 1990

The SPIN® Selling Model for developing needs:
• Situation Questions
• Problem Questions
• Implication Questions
• Need-payoff Questions.
David Hutchings Ass

How to meet Assessment requirements of ISO9000 1989 — 1989

Activities and Societies:

Qualified Lead Assessor for ISO 9001
Bromley/Woolwich Uni

HND , Electrical and Electronic Engineering , 1974 — 1978

Additional Information

Wayne Walker’s Websites:

My Company

Wayne Walker’s Interests:

My leisure time is spent between family activities with my two children and my partner’s children, and pursuits such as Music, Theatre, Air Pistol & Rifle Target Shooting and Photographic activities which include fulfilling my role as moderator for Digital Photography Camera forum.